Slack Channels

Prerequisites: Before creating tickets from Slack channels, you must first create a Collection and add channel(s) to it.

This guide explains how to create tickets from messages in Slack channels. Tickets are customer-visible items with public IDs and status tracking, unlike requests which are tracked privately by your team.

Understanding Requests vs. Tickets: Requests are internal queries tracked privately (no customer-facing ID), while Tickets are formal items with public IDs visible to customers. Learn more about Requests, Tickets and Tasks.

How Ticket Creation Works

When ClearFeed monitors a Slack channel, messages first become Requests. These requests can then be converted to Tickets either automatically or manually.

The Flow:

1. A user posts a message in a monitored Slack channel

2. ClearFeed creates a Request from the message

3. Based on your Collection settings, the request is converted to a Ticket

4. Once a ticket is created, customers see the Ticket ID and Status posted in the thread

Creating Tickets and Getting Replies

Which messages become tickets? Not all messages create requests/tickets. Behavior depends on user type, AI filtering, and Collection settings. Learn more: How Request Creation Works

Configuration

Before creating tickets, configure your Collection settings.

Collections can be configured with a Default Form for ticket creation from Slack channel messages. This works with Emoji and Automatic ticketing to use the configured default form. It allows ticket creation using a pre-configured form without user interaction for Slack Channel Messages and allows the use of /cf-file or message bar for sophisticated requests to use the forms mapped to the collection.

Ticketing Mode

• Manual Ticketing - Responders use emoji reactions (🎫) to convert requests to tickets

• Automatic Ticketing - Every request automatically becomes a ticket

Additional Settings

• Forms - Require forms to be filled when tickets are created

• Emoji Rules - Customize which emoji triggers ticket creation (default: 🎫)

• Integration - Choose between ClearFeed Tickets or External Tickets (Zendesk, Jira, etc.)

Learn More: Collections Setup Guide

Creating Tickets with Forms

• Once the forms are set up, when users use any Ticket creation method, a "File Ticket" button is shown. Clicking this button will prompt users to complete ticket creation.

• If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

• If your form has required fields that are visible and do not have default values, ClearFeed cannot auto-create the ticket and would show the Select a form → File Ticket prompt on Slack so that a user can fill those fields.

• If all required fields are either hidden with default values or editable only by responders, ClearFeed can auto-create tickets without showing a form to the requester

• The File Ticket button appears after a Request is created. If the first message in a thread is classified as ignorable and no Request is created, you may only see the File Ticket button when a later, non-ignorable reply converts the thread into a Request.

Without inputs from the users, no ticket is created. To prevent missed requests, ClearFeed sends automated reminder messages nudging users to complete ticket creation. The default reminder delay is 60 minutes. To customize the delay or message, or to disable reminders, please contact ClearFeed Support.

Creating Tickets with Forms enabled

Methods for Creating Tickets

Automatic Ticket Creation

Enable Automatic Ticketing in Collection settings to convert every new request to a ticket automatically.

Configuration: Collection Settings → Ticketing Settings → Enable "Automatic Ticketing"

Manual Ticket Creation with Emoji

With Manual Ticketing enabled, add a 🎫 emoji reaction to the first message in a thread to create a ticket.

Configuration: Collection Settings →Ticketing Settings → Enable "Manual Ticketing"

Using /cf-file Command

1. Go to any channel monitored by ClearFeed

2. Type in /cf-file command and hit enter

3. Choose the applicable form for ticket creation

4. Fill out the form, and we will share the ticket details on the same channel

Creating a ticket using /cf-file command

Using Message Bar

When the action "File Ticket" in Message Bar settings is enabled for a Collection, a “Create Ticket” button appears just below the latest message in the channel (and moves down as new messages arrive). Clicking this button opens the ticket modal in Slack and displays the forms configured for that Collection. Requesters can choose the appropriate form, fill in the required details, and submit to create a ticket. Learn more about setup here.

Manual Ticket Creation from Existing Messages

ClearFeed doesn't load old messages when a channel is added. Manually create tickets using emoji reactions:

• 🎫 Creates a ticket (and request simultaneously)

• 📌 Creates a request only (convert to ticket later)

If a custom emoji is configured for ticket creation, use that emoji instead of 🎫.

FAQs

1. I added a channel but don't see any tickets. Why? Answer: Only new messages create requests/tickets after a channel is added. Convert older messages manually using 🎫 or 📌 emoji.

2. Auto Ticketing is enabled but tickets aren't being created. Why? Answer: Common reasons:

   • Forms not filled - Users didn't complete required fields. Manually create tickets using 🎫 emoji

   • Messages merged - Multiple messages merged into one request. Use Split in Triage channel

   • AI filtering - Messages filtered out. See AI Filtering

3. What's the difference between ClearFeed Tickets and External Tickets? Answer:

   • ClearFeed Tickets - Native tickets with IDs like CF-12345

   • External Tickets - Synced with external systems (Zendesk, Jira, etc.)

   Learn more: Types of Tickets

4. Why isn't my workflow creating tickets? Answer: Check:

   • First line has #requester followed by requester variable

   • Message posted in monitored channel (added to Collection)

   • Workflow variables correctly mapped

   • Workflow bot whitelisted in Settings > Additional Settings

5. Can I use workflows in private channels? Answer: Yes, if ClearFeed bot is added to the private channel and channel is in a Collection.

6. Can I customize workflow form questions? Answer: Yes, add any questions relevant to your process. Use workflow variables to pass answers into the message.